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Need Automation Rule to Auto close tickets after 5 days of waiting for customer status

Please help me on writing automation rule for auto closing tickets when status is waiting for customer after 5 business days

1 answer

1 vote

Hi @Mahesh Kallepalli 

There is already a rule for doing this. Take a look at it. It is based on an SLA (Time to close after resolution). If this SLA is breached that is after x days/hours then ticket will be closed. In automation rule the trigger is SLA breached.


@Ravi Sagar _Sparxsys_ Can you briefly help me out as i'm new to automations 

Hi @Mahesh Kallepalli 

There is a really good documentation already on this topic.

Also this page explains in depth about creating automation rules.

I find it quite intuitive. Start by looking at existing rules but you can go through these pages to get proper steps.


Like # people like this

@Ravi Sagar _Sparxsys_ 

Hi Ravi,

Is there any other way to auto-close issues without defining SLA ?

Please help !!

Urgent !!


Thanks in advance !

Like Rahul Savaikar likes this

Hi Ravi

Is it applicable if we create a custom SLA ?

Because when I am trying to select the custom SLA I created in the Automation when this happens box, it does not bring the custom SLA name.


Please suggest !

Thanks !

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